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Service Management Help
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End Users are the users of the organization's IT infrastructure. If they need additional piece of hardware (for example, additional RAM), software (for example, Adobe Acrobat Pro), or services, they can raise Service Requests (SRs) to raise such requests.
You, as an End User, can perform the following actions using the Service Request Management module:
- Log SRs, see Logging Service Requests.
- View the list of SRs logged for you, see Viewing My Service Requests List.
- View or update SRs logged for you, see Viewing/Updating My Service Requests (SRs).
- Escalate SRs, see Manual Escalation.
- Reopen SRs, see Reopening SRs.
- Cancel SRs, see Canceling SRs.
- Provide feedback for SRs, see Providing Feedback.
- Chat with Analysts. Chatting with Analysts for an update or information about your SR is exactly same as chatting with Analysts for information about your Incidents (see: Chatting with Analysts).
- Send mails, see Sending Mails.
- Approve SRs, see Approving Service Requests
- Search SRs, see Actions.
- View chat history details, see Viewing Chat History.
- View End User Dashboard, see End User Dashboard SRM.
- View Knowledge Records (KRs) and rate them, see Knowledge Records.
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